Customer charter for complaints

This customer charter explains what you can expect when you complain about TPR and what we expect from you in return. It is based on our complaints handling arrangements and our approach to managing unreasonable behaviour. Our aim is to set out this information clearly and simply, so you know how we work and how to raise concerns if something goes wrong.

Published: 1 October 2026

Our commitment to you

When you contact us, we will:

treat you fairly, politely and with respect
listen to your concerns and take them seriously
be clear about our role
explain our processes and our decisions as openly as possible within the legal restrictions we must comply with
act impartially and in line with the law
respond as quickly as we reasonably can and keep you informed if there is a delay
put things right where we identify that we have made a mistake or provided a poor service

Complaints process

If you need to make a complaint, you can do so either by completing our online form or writing to our head office. To help us understand your concerns clearly and investigate them thoroughly, we ask that you provide as much relevant information as possible when submitting your complaint.

We manage complaints through a two-stage process. At stage 1, we investigate the issue and provide a written response outlining our findings and decision. If you remain dissatisfied, you can request a stage 2 review. This is carried out independently by someone not involved in the initial investigation and focuses on whether the correct process was followed and a reasonable outcome reached. We will contact you within prescribed timescales.

Complaint outcomes and next steps

After investigating your complaint, we will explain the outcome, which will be one of the following:

upheld – we got things wrong
partially upheld – we got some things wrong
not upheld – we acted correctly, or any mistakes have already been put right

If you remain dissatisfied after stage 2, we will explain how you can take your complaint to the Public Service Ombudsman.

Reasonable adjustments

We are committed to meeting our duties under the Equality Act 2010.

We will consider reasonable adjustments where we are aware of a disability or other specific needs. Adjustments may relate to how you contact us or how we communicate with you.

If you need us to make a reasonable adjustment, please tell us as early as possible so we can support you appropriately.

What we ask from you

We understand that people may feel frustrated, worried or upset, but this does not make unreasonable, abusive or aggressive behaviour acceptable. We ask that everyone who contacts us regarding their complaint:

follows our published procedure
treat our staff with respect and courtesy
communicate in a constructive and appropriate way
allow us reasonable time to investigate and respond to enquiries or complaints
avoid repeated or excessive contact about issues that have already been fully addressed or while the matter is investigated
understand that we cannot always give you the answer or outcome you are looking for

Our approach to unreasonable behaviour

Our staff have the right to work in a safe and respectful environment. In the unlikely event the behaviour becomes unreasonable, we may:

explain why the behaviour is unacceptable and ask for it to stop
set clear boundaries around future contact
restrict how and when you can contact us, for example limiting contact to a single channel
stop responding to the matters which have been addressed previously
end contact immediately in serious cases to protect our staff

Any action we take will be reasonable, proportionate and based on our Unreasonable Behaviour Policy. We will explain our decision to you wherever possible.

Our commitment to learning and improvement

We use complaints and feedback to identify learning and improve our services. This helps us reduce the risk of the same issues happening again and improve the service we provide to all our customers.